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Table of Contents

What is WitiOp?

WitiOp is a cloud platform capable of managing, in real time, interactions with contacts on the most popular instant messaging: WhatsApp.

WitiOp innovates the customer experience of customers by offering an "always on" service, through:

  • Unlimited agents at the same time, grouped by Skillsets;

  • Softbots and automatic replies;

  • Intelligent chat routing;

  • Security and data protection;

  • Communication, in real time, with words, documents, files, photos and videos;

  • Creation of outbound campaigns, sending alerts and push notifications.

User Benefit 

Customer Benefit

  • Reduction of the cost of customer service;

  • Volume and performance analysis;

  • Popular and effective instant messaging tool;

  • It offers an innovative experience close to the customer's contact habits

  • Manage the relationship with your supplier in a smart way;

  • Get answers and support promptly and quickly;

  • Satisfy your needs;

  • Feeling followed, anytime, anywhere. 

How does it work

Before starting to communicate with your customers via WhatsApp, it is necessary that:

  • Company is verified on Facebook through its business manager;

  • Have a blank telephone number associated with VAT;

  • Choose a plan that suits your business;

  • Fill out a company questionnaire;

  • Wait for Feedback from Facebook.

WitiOp platform has two different profiles:

  • Administrator: has complete control of the platform;

  • Agent: manages conversations according to priorities and skills configured by the Administrator.

Regole di Facebook per WhatsApp

  • Autorizzazione: La responsabilità dell'autorizzazione a scrivere al cliente ricade sull'utente e non sul sistema. Pertanto, a fronte delle autorizzazioni ricevute, l'utente può indicare se il cliente ha concesso o meno l'autorizzazione a ricevere comunicazione. Se per l'inbound, il cliente avviando la conversazione autorizza implicitamente l'utente a rispondere per le successive 24 ore, diverso è il caso dell'outbound. L'utente può avviare una conversazione solo ed esclusivamente se il cliente ha concesso il permesso di procedere. Al contrario, Facebook ha il diritto di chiudere il numero e di conseguenza il servizio. In ogni caso, il sistema consente la profilazione dei dati di autorizzazione.

  • Conversazioni in entrata: L'agente è libero di utilizzare il canale WhatsApp solo ed esclusivamente se il cliente ha scritto l'ultimo messaggio entro le ultime 24 ore. Ciò significa che a partire dall'ultimo messaggio inviato dal cliente, l'agente ha fino a 24 ore per rispondere.

  • Conversazioni in uscita: Superato il limite di 24h imposto da Facebook, è possibile scrivere al cliente solo ed esclusivamente utilizzando modelli già approvati da Facebook.

  • Approvazione di Facebook: L'amministratore scrive il modello, che è in uno stato di attesa. Xenialab ha la responsabilità di inoltrare il messaggio a Facebook per la convalida. Non appena il messaggio viene convalidato da Facebook (2-3 giorni), il modello entra in uno stato approvato e quindi utilizzabile dall'Utente per le campagne Outbound.

  • Numero massimo di modelli: L'utente ha a disposizione modelli specifici.

  • Categorie di modelli concesse da Facebook:

    • Aggiornamento dell'account

    • Aggiornamento avvisi

    • Appointment Update

    • Auto-Reply

    • Issue Resolution

    • Payment Update

    • Aggiornamento sulle finanze personali

    • Aggiornamento della prenotazione

    • Shipping Update

    • Ticket Update

    • Transportation Update

Conversation distribution system

Conversations by Customers will be distributed to the Agents, according to the following logic: 

1.Priority defined in the customer data:

If the master data number of the incoming conversation was set with a  higher priority level than other conversations in the queue (in conditions of saturated operators), this conversation will take precedence over the others.

  • It is therefore possible to make sure that messages sent by one or more numbers are given priority over the others.

  • With the same conditions, go to point 2.

2.Conversation arrival time:

Conversations arrive in order from oldest to most recent.

3.Priority defined on the skillset:

Configuration from the menu "Managed numbers"> Changing the number in the list> "Skillsets";

  • This element defines which skillset have priority in receiving the conversation;

  • All other conditions being equal, go to point 4.

4.Priority of the agent on the skillset:

This element assigns the conversation to the operator with the highest priority among those defined in the skillset.

  • If all agents have the same management priority, go to point 5.

5.Number of conversations currently handled by the agent:

This element evaluates in real-time how many conversations the agent is handling.

  • The conversation is distributed or assigned to the operator with the fewest conversations currently being managed.

  • Under the same conditions, go to point 6.

6.Time of the last conversation managed :

If all the previous points have not led to an outcome, the conversation is distributed or assigned  to the operator who has not managed conversations for the longest time.